Partner Support Representative

Partner Support Representative

Exciting Opportunities at Maverick Payments! Join our fast-paced, growing company and further your career with Maverick Payments, where you can thrive, your ideas are valued, and your colleagues feel more like family than coworkers! About Us: Maverick Payments is a family-owned and privately held full-service payment provider. Located in Calabasas, California, Maverick has created innovative technology designed for sales organizations, such as ISO's and ISV's, looking to monetize payments by reselling our white-labeled payments stack. Our payment products include merchant acquiring services, a proprietary gateway, ACH processing, fraud & chargeback tools, analytics, and other value-add services. Maverick's team includes underwriting, risk management, compliance & legal, technology & product development, on-boarding, customer support, information technology, and more.

About the Position: Reporting to the Supervisor of Partner Support, the Partner Support Representative is the frontline of Maverick Payments' Partner Relations team and serves as the first point of contact for partners calling into the call center or submitting requests via email, Dashboard, and HappyFox. This role manages a high volume of revenue-generating partner requests across underwriting, risk, residuals, equipment, product, pricing, reporting, and account administration. The Partner Support Representative owns each request from intake through resolution, ensuring speed, accuracy, clear communication, and a strong partner experience on every interaction. While the Relationship Management team focuses on strategic, long-term partner growth, Partner Support serves as the operational engine that keeps day-to-day partner business moving by answering questions, resolving issues, and coordinating across internal teams to get partners what they need.

Responsibilities:

• Serve as the first point of contact for partners via inbound calls, email, Dashboard, and HappyFox, delivering timely, professional, partner-first support.
• Manage a high volume of tickets and calls daily, resolving requests accurately and within service level standards.
• Take full ownership of partner requests from intake through resolution, regardless of complexity, ensuring clear status updates, next steps, and resolution timelines.
• Support underwriting needs including pending application assistance, document uploads, status updates, decline reconsideration requests, and credit policy inquiries.
• Assist with risk-related requests including UCC liens, transaction reviews, reserve release requests, and funding holds.
• Handle equipment inquiries including compatibility and integration questions, demo requests, fees, and purchase assistance.
• Process residuals-related requests including split inquiries, report requests, reconciliation, promotion qualification, and funding inquiries.
• Support reporting requests related to rejected transactions and authorization activity.
• Assist with product requests including white label setup, sandbox accounts, and Dashboard API integration questions.
• Handle partner manager administrative tasks including new agent onboarding, contact updates, and DDA changes.
• Coordinate with internal teams to resolve partner requests, escalating complex or strategic matters to Relationship Managers with full context and in alignment with the Right-to-Resolve framework.
• Maintain accurate, timely ticket documentation and categorization in HappyFox and Dashboard.
• Follow established SOPs and resolution standards; identify gaps, recurring issues, and opportunities to improve processes and reduce resolution time.
• Other duties as assigned.

Qualifications:

• High School Diploma or equivalent required.
• 12 years of experience in customer service, call center, or support operations required; financial services, payments, or merchant services experience preferred.
• Experience working in ticketing systems, CRM tools, dashboards, or similar support platforms preferred.

Preferred:

• Greenscreen knowledge.

What We Offer:

• Competitive Salary, Bonuses and Incentives.
• Comprehensive employer sponsored health, vision, and dental insurance programs.
• Paid time off, Paid Sick and Paid Holidays.
• 401K plan with up to a 4% matching contribution.
• Commitment to Career Development and Advancement.
• Employee Recognition Programs & Company Sponsored Events
• Vibrant Office Culture, Team Building, Birthdays, Work Anniversaries, Snacks, and more!

Pay Range: $25 - $28 This position will consider candidates to report on site in the Greater Houston area.

Maverick Payments is an Equal Opportunity Employer. Pay Transparency Notice: At Maverick Payments, we believe in openness, honesty, and empowering our candidates to make informed career choices. As part of our commitment to transparency, we disclose the salary range for our positions. These ranges reflect our dedication to fair compensation practices and recognize the value that each team member brings to our organization. The final salary offer will be based on factors such as your experience, skills, and qualifications. Non-Solicitation from Third Parties: Do not contact Maverick Payments about this position unless you are a job seeker and potential applicant for this position. Do not contact Maverick Payments about other services, products or commercial interests. Notice to Agency and Search Firm Representatives: Maverick Payments is not accepting unsolicited resumes from agencies and/or search firms for this or other job postings. Resumes submitted to any Maverick Payments employee by a third-party agency and/or search firm without a valid written and signed search agreement, will become the sole property of Maverick Payments. No fee will be paid if a candidate is hired for this position as a result of an unsolicited agency or search firm referral. Fair Chance Ordinance: Maverick will consider qualified applicants with criminal histories in a consistent manner with the Los Angeles Fair Chance Initiative for Hiring.